Regional Patient Advocate

Firstsource•Cleveland, OH

70d•Hybrid

About The Position

The Patient Financial Advocate is responsible for screening patients on-site at hospitals for eligibility assistance programs either bedside or in the ER. This includes providing information and reports to client contact(s), keeping them current on our progress. The role involves identifying self-pay patients, screening them for State, County, and/or Federal eligibility assistance programs, and initiating the application process. The advocate will also introduce patients to Firstsource services, provide transitions to backend specialists, and document all patient interactions and screening results. Additionally, the role may require outside field work, including patient home visits, and maintaining positive working relationships with hospital staff.

Requirements

High School Diploma or equivalent required.
Must have basic computer skills.
Have reliable transportation to assist with coverage onsite and at nearby sites when needed.

Nice To Haves

1 – 3 years’ experience of medical coding, medical billing, eligibility (hospital or government) or other pertinent medical experience is preferred.
Previous customer service experience preferred.

Responsibilities

Review the hospital census or utilize established referral method to identify self-pay patients consistently throughout the day.
Screen those patients that are referred to Firstsource for State, County and/or Federal eligibility assistance programs.
Initiate the application process bedside when possible.
Identifies specific patient needs and assist them with an enrollment application to the appropriate agency for assistance.
Introduces the patients to Firstsource services and informs them that we will be contacting them on a regular basis about their progress.
Provides transition, as applicable, for the backend Patient Advocate Specialist to develop a positive relationship with the patient.
Records all patient information on the designated in-house screening sheet.
Document the results of the screening in the onsite tracking tool and hospital computer system.
Identifies out-patient/ER accounts from the census or applicable referral method that are designated as self-pay.
Reviews system for available information for each outpatient account identified as self-pay.
Face to face screen patients on site as able.
Attempts to reach patient by telephone if unable to screen face to face.
Document out-patient/ER accounts when accepted in the hospital system and on-site tracking tool.
Outside field work as required to include Patient home visits to screen for eligibility of State, County, and Federal programs.
Maintain a positive working relationship with the hospital staff of all levels and departments.
Report any important occurrences to management as soon as possible (dramatic change in the number or type of referrals, etc.).
Access information for the Patient Advocate Specialist as needed (discharge dates, balances, itemized statements, medical records, etc.).
Keep an accurate log of accounts referred each day.
Meet specified goals and objectives as assigned by management on a regular basis.
Maintain confidentiality of account information at all times.
Maintain a neat and orderly workstation.
Adhere to prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
Maintain awareness of and actively participate in the Corporate Compliance Program.